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Dropbox can never finish syncing because one folder is locked by another user.

Dropbox can never finish syncing because one folder is locked by another user.

banbikas
Explorer | Level 3

I cannot remove or edit the two Word files within a locked folder.  This folder will never sync with my computer and displays as a constant error message (red cross against the folder's title in MacOS Finder).

The folder's creator is no longer available to contact.

While Dropbox cannot complete syncing, I cannot update to the new Dropbox system for MacOS

23 Replies 23

Walter
Dropbox Staff

Hey @banbikas, sorry to hear you're having issues with this.

 

Have you tried doing this via the website instead of doing it on your computer? 

 

Can you also send us a screenshot of the error you mentioned so that we can have a look too?

 

Thanks!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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banbikas
Explorer | Level 3

Dropbox sync issue screenshot 1.png

Dropbox sync issue screenshot 2.png

 Here are two screenshots of the problem.  The first shows the message I get when I respond to the prompt to update Dropbox to the new MacOS platform.  The message at the foot of my Dropbox drop-down menu item from the upper task bar always shows the message 'Syncing Mongolia LV report'.

The second screenshot shows that this folder 'Mongolia LV report' cannot be updated - it is 'Locked' and I have only 'Read only' permissions.

I would like to remove the folder from my Dropbox account, but it can neither be deleted directly or moved to the Trash.

 

No, I have not tried doing this via the website.  I haven't used the website directly for quite a long time.

 

Appreciate any advice you can offer

Thanks

Walter
Dropbox Staff

Can you also send us a screenshot of the app's exact status as shown in your menu bar @banbikas ?

 

Apart from that, can you try removing the folder via the website and let me know how it goes? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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banbikas
Explorer | Level 3

Dropbox sync issue screenshot 3.png

 Here's the screenshot of the drop-down menu of Dropbox.

 

In the website, the folder 'Mongolia LV Report' is not there.  All other folders are present.


Thanks for the help.

Jay
Dropbox Staff

Hi @banbikas, are you not able to unlock the file via your OS settings, since this could be what is preventing the deletion.

 

Another method to try would be to quit the Dropbox desktop application entirely, and then try dragging the folder to Trash and then restarting the machine and Dropbox.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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banbikas
Explorer | Level 3

Hello Walter.

Do you have any further advice?

Since the folder does not appear in the website, the creator probably deleted it some time ago, but since I cannot remove it from my Dropbox folder on my laptop, it prevents any updates and syncing can never be completed.

 

Jay
Dropbox Staff

Did you try the steps in my previous post to see if this helps?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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banbikas
Explorer | Level 3

Hi Jay

I may not have properly understood what you are suggesting.

I can't unlock the folder on my laptop, because I am not the creator of the folder.

I am also not sure how I can quit the Dropbox application.  The Dropbox folder and sub-folders are an integral part of the file management system under MacOS Finder.  I am not operating through a desktop application.  How can I quit Dropbox?

Walter
Dropbox Staff

The desktop app is the one which syncs your files, shown in your screenshot @banbikas.

 

You can click on the Dropbox icon in your menu bar and then click on your avatar (account's picture) and Quit. 

 

Let us know if you still get the same error after quitting the Dropbox desktop app completely before trying to delete this folder. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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